How long does it take for support to answer?

I've reported something to support 5 days ago. I've gotten auto reply to my e-mail saying they are on it. I've read somewhere that the usual response time is around 1 day. So, is it possible that it just takes more time for them to answer due to holidays, or what?

My email got replied 6 days after I email chess.com support

Cool, thanks.

It can take a few days to get a response.  My impression is that a l of people joined the website lately and they need assistance coming up to speed in how to navigate Chess.com, etc.

The quality of the support responses have been pretty good.  The last person gathered all my requests and answered them in one email.  Nice.

Yeah it seems that they are overworked, especially with the end of the year.

Here you go:

https://support.chess.com/article/346-contact-us

Mine is currently taking 10 days

7 days no response for me.

I just send in my request and this is getting a bit too long if its 7 days without a reply. If it is actually that then sending a request to chess.com wouldn't make any sense if it takes longer than a week. 

I have 5 emails pending with them over 3 weeks now without a response.

Is this because of the chess boom?

I see that you did get several responses last month and you were able to change your name again.

About what? Is it possible someone like a moderator or other user can help you?

The monthly report tracks support response times.

https://www.chess.com/article/view/chesscom-update-january-2023

This reports 53 hours average to first actual response.

/  If you say you wrote in 7 days ago, I believe you.  They have been swamped.  I  would expect the average time to first response number to jump for February's report.    Two years ago, that average hit 10-12 days during the Queen's Gambit/ covid surge.  

Chess.com notified me that 2 opponents had violated fair play rules and I would be given 14 points back and I received no points. I also had a game with a player who had been banned for violating fair play and they never give me the points back and another game with a lower rated player that went from an average accuracy of 40 percent to 98.00 against me (engine moves). I notified chess.com on three occasions and I never heard a thing.  

OK so I had closed my account myself a few years ago and recently requested that it be re-opened (which it was, obviously as I am posting), but I never got any replies from staff directly, I was just able to login again. It's possible that due to being very busy with the massive influx of people interested in chess, they need more time to get back to everyone. Because I never got a reply other than the automated ones, they could have reopened my account 1 day after I emailed them, or 4, or 7 days, for all I know, but I never tried to login in until now because I expected a reply. So my advice is to see if whatever issue you were contacting them about was fixed, even if they didn't reply.

It a staff member reopened your account based on a ticket being submitted you should have received a reply, either at the email on the closed account or the email used on the ticket. You might check your junk/spam folders.

Well actually, I had deleted the associated Gmail account as well when I closed it, because I only used it for this. I have since updated the email address in this account to the new email address that I used to contact chess.com. I received the robotic replies but no one ever said "Hey endgamestudier sure you can now log in again". I hadn't gotten a reply in 10 days so I just tried logging in out of curiosity and it worked. Since I closed the account myself and wasn't banned or anything, I figured it wouldn't be an issue, but I did ask if I would be able to create a new account if it couldn't be reopened, which I didn't.

It does look there may have been a problem with the first ticket you had and the email address associated with it. Did you receive the automated email on your first request to open the account?